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Express Lane for December 4

ComScore reports that Cyber Monday spending increased 15% over last year. While the November to December period is down 2% from last year, this weekend saw tremendous gains in online sales. Breaking down the data a bit more, ComScore today reports that there was a 22% increase in online shoppers, though a decrease in the average value per transaction. Online shopping sites saw a 33% jump in traffic, with Best Buy seeing a 131% increase in traffic. I hope they were able to reap the benefits of that. More detailed breakdowns available in today’s release from ComScore.

Best Buy recently turned to their retail stores to look for talent to build their new intranet. There seems to be a good focus on breaking down divisions between rank and accelerating communication from the bottom up. Employee feedback is being used by merchants to help make better, and most likely, more timelier decisions. I also really like the fact that they went to the store level to find the skill to build the intranet, essentially allowing the target audience to have a major say in how the site will be built.

Walmart and Coke have released a new commercial called “Joy! Enough to go around“. The commercial pushes the low prices that Walmart has on Coke products; prices so low that it allows the star of the video to throw a holiday party for everyone he knows. It’s a really well crafted video. I love the continuous, one-camera shot of this video. Now, I can’t get the jingle out of my head. Well done, I think.

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Cyber Monday rundown – slowness and outages, oh no

Cyber Monday is here and.. almost gone. This is a holiday created by marketers looking to capitalize online sales that may or may not one day match the phenomenon that is Black Friday. In the meantime, it still represents a day in which there area significant chunk of e-commerce sales and deep discounts.

Regardless of the hype, Cyber Monday seemingly caused an uptick in visitors to e-commerce websites throughout the industry. Web servers across the country saw their processors stretched to the limit and on-call IT technicians had their hands full. By and large, it appears that most websites were winners – with only a few retailers seeing minor downtime or sluggishness – applause and props go to the often overlooked network engineers and sysadmins who kept their servers runner.

The Cyber Monday cross hairs were aimed directly at the web servers of two retailers: J.Crew and Bloomingdale’s. Both retailers have seen significant outages today – with each website serving “System Unavailable” messages since early this afternoon.

Earlier in the year, J.Crew redeveloped their website. The site has seen problems and glitches ever since the launch. J.Crew went as far as to blame their decline in Q3 revenue on the problems they were seeing with their relaunched website. A lot of money was spent, I’m sure, on this new implementation of the website and it’s incredible to see the downtime they are still happening. Being down for a few hours on a weekday in June is bad – being down on one of the busiest days of the holiday season is unimaginable.

I don’t know what the issue is with Bloomingdale’s, but they haven’t fared much better. As with J.Crew, they’ve been serving a system error message for the better part of the afternoon. Another missed opportunity.

Additional coverage of the site outages from Computerworld and Crain’s, New York Business. I also have an on-going collection of System Maintenance screenshots over at ecommr.

Slowness and downtime issues aside, I’m hoping the rest of the industry is seeing a positive sales day. Looking forward to seeing the sales estimates over the next few days.

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Express Lane for December 1: Black Friday & Cyber Monday Edition

Focusing today’s Express Lane on Black Friday and Cyber Monday. Here’s some articles that I’m reading that I’d like to share:

ComScore estimates e-commerce sales only up 1% on Black Friday. Retail stores only saw a 3% gain, the smallest gain in several years, according to ShopperTrak. The modest sales growth, combined with the deep discounts cutting into profit margins, has already helped send Wall Street into another daily tail spin.

For a further look into the Black Friday numbers, the National Retail Federation released a comprehensive survey into this year’s shopping habits. Seeking Alpha does a great job of digesting and breaking these numbers down.

CNBC has a good look at how Black Friday transpired at one local mall. Good snapshot into the events of this day at one New Jersey mall.

Of course, today is Cyber Monday. Retailers are offering deep discounts and free shipping. Twitter is on fire with people discussing deals and sharing links. Looking forward to seeing the sales figures for today and I wonder what impact social media will have today.

And finally, the industry did have some very tragic events occur on Black Friday when a worker was trampled to death at a Long Island Wal-Mart and two men were killed in a shooting at a California Toys R Us. Very sad and tragic events, indeed.

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Happy Thanksgiving

Happy Thanksgiving to all. Most American retailers are closed and weeks of preparation have led to this calm before the Black Friday storm. Tomorrow begins the heart of the Holiday shopping season, six day work weeks for retail managers, stressful weeks for the spouses of retail managers (like me!), and an all out sprint to the finish line that is Christmas day.

But instead of thinking about sales, hourly comp numbers, and keeping shelves stocked, I hope all those involved are enjoying a day with the ones they love and relaxing.

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Express Lane for November 25

Couple of stories that I’m reading this morning:

CNBC’s got a great run down on Amazon’s holiday strategy. The online retailer saw a 42% sales growth in Q4 2007 and forecasts 12 – 15% growth this year. Remarkable feat considering consumer spending is forecast to be down this season. The retailer looks to siphon sales from other retailers by offering low prices and “ridiculous deals”.

Shop.org has released more data on expected consumer habits through this Holiday season and especially for this weekend. Bottom line, consumers are using the web to enhance their real world shopping experience. Be prepared.

Just on the heals of reporting very soft e-commerce sales growth in October, Comscore forecasts flat growth in e-commerce sales for this holiday season. They estimate a 4% decline in sales through the first 23 days of the Nov-Dev shopping season.

Earlier today I talked about JCPenney’s use of social media, Twitter, and viral marketing. I missed this press release from the retailer detailing some of the improvements they’ve launched on jcp.com for a better online shopping experience. More product photos, customer reviews, and more online-only promotions. Kohl’s holiday strategy also emphasized a better online experience.

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Black Friday design and aggressive retail marketing

Over at ecommr, we’ve been adding e-commerce elements related to Black Friday. Head to ecommr to see a roundup of the different banners, homepage landing, and e-mails that retailers are using to promote their Black Friday specials. More will be added as we come across them.

As a related note, it appears (to me) that retailers are being more aggressive in their marketing for Black Friday, with earlier campaigns and with more detail. Normally, promoting specific price points for comes right before Thanksgiving. But this week has been filled with “online previews”, television commercials, and e-mail marketing that seems to be more aggressive and detailed than years past. Retailers are trying to step up their game in order to capture a larger piece of the shrinking sales pie.

Walmart and Target both have their Black Friday ads online and featured prominently on their homepages. Kohl’s even has an entire section on their site that allows customers to browse the Black Friday ad and make a printable shopping list.

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October US e-commerce sales very soft, comScore reports

comScore has released their October 2008 US retail e-commerce sales estimates. The verdict? Sales were weak – only up 1% over October 2007, which is the softest increase since comScore started tracking US retail e-commerce sales in 2001.

For households making less than $50,000, sales were down 3% for the past three months, compared to the same time period last year. Households with incomes over $100,000 saw a 14% growth in the same time period.

The economy is hitting everyone hard right now and it appears that no retailer, online or live, is immune at this point.

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Shop.org eHoliday 2008 Survey results released

Results from the 2008 eHoliday Survey, conducted by Shop.org and Shopzilla, have been released. The results offer an intriguing look into the state of online retail as we enter the heart of the Holiday season. Seeking Alpha has all of the results of the survey, which is a very good read for anyone involved in the industry right now. The survey paints a picture of an industry that may have worry about the economic downturn and knows it is not immune from pain.

Among the items that interested me: it appears that retailers will continue to offer free shipping promotions, but either increase the requirements to trigger the promotion or cut promotions in other areas. Free shipping is still a big deal.

When it comes to site usability and features:

Many retailers have rolled out new website features to improve the customer experience. Features like improved site search, which 42.9% of retailers added or improved since last holiday season, will help customers navigate sites more easily.

Other features, like product video (42.6%) and customer reviews (32.7%) can give shoppers more information to make buying decisions.

For price-focused shoppers, retailers have added and enhanced both clearance-sale pages (27.1%) and featured-sale pages (31.3%).

In addition, retailers continue to experiment with social networking: Nearly one-fourth (25.0%) of online retailers added a Facebook page this year.

This season will see a lot of experimenting with social media and non-traditional product detail and category pages. I’m really eager to see what retailers roll out in 2009 if these limited engagement tests pay off during the holiday season.

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Express Lane for November 13

Some stories that are on my radar this morning:

McDonald’s is testing no-brand marketing in Japan by opening a store without any of the colors, logos, or branding of their traditional stores. Supported through non-traditional marketing such as hand outs, viral campaigns, and a unique website, the store offers two menu choices and that is it. Intriguing concept and I wonder how long it is until we see that more often in the United States. Jon Sykes also shares his thoughts on this campaign.

Linda at Get Elastic has a very informative post about the benefits of pushing educational content, rather than sales promotions, in e-mail. In Should Retail Email Sell or Inform? An A/B Split Test Case Study, she provides a look into an study into different types of e-mails that were sent out from a retailer and provides concrete information on ROI, conversion rates, and sales results. Summary is, content is king and the e-mails that were focused on educational content and information performed better than the sales oriented e-mails. Good information for all retailers.

Over at CNBC, Cindy Perman writes about the impact the economy is having on second hand and consignment shops. Some intriguing sales numbers from Goodwill and quotes from consignment store owners that reflect the uptick in sales and traffic they are seeing this holiday season. At least someone is seeing positive gains this season.

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NJ GOP Proposes Sales Tax Holiday to Spur Consumer Spending

On Thursday, the New Jersey Legislature is being convened in order to discuss ways that the state can deal with the current economic crisis. Today, in advance of that meeting, New Jersey Republican leaders have proposed an unprecedented 5 week sales tax holiday, right through the heart of the Holiday spending season. From the Star Ledger:

The proposal would cut the sales tax in half — to 3.5 percent — during the busiest retail buying season, Thanksgiving through Jan. 4. The sales tax in the state’s 32 Urban Enterprise Zones — areas where economic incentives, such as reduced sales taxes, are offered to encourage development — would also be cut in half, to 1.75 percent, to stimulate buying in cities.

The proposal would affect any item subject to New Jersey’s sales tax, from restaurant meals to automobiles.

Two Republican officials said it would jump-start the economy by allowing customers to pay less for merchandise and increasing retail sales.

Both parties are going to come out with ideas, some grandiose and some small, in order to deal with the economic crisis. While I am not economist, an idea like this seems like it could spur consumer spending. While it may not stop the hemorrhaging that some national retailers are going to experience this season, it may slow down losses enough, on a localized level, to help some small businesses and niche retailers get through this tough time.

That’s not to say that it is a plan without flaws. The article above estimates the loss of tax revenue to be at $500 million, which is a huge financial hit to a state that is already strapped and proposing many alternative ideas for how to raise money. Residents here have seen many ideas floated around – from tax increases, new surcharges on gasoline, and toll hikes. With decreased spending and already lower tax revenues, is now really the time to take half a billion dollars more from state revenue? Can the lower tax rate really increase consumer spending to overcome the decrease in state revenue?

My gut feeling is that the tax cut, on it’s own, will increase consumer spending on large ticket items and increase traffic to stores on the borders with other states. Businesses that will see a boost from this proposal will be car dealers and the Best Buy on Route 17 (right across the border from New York). I don’t know if, overall, the spending increase is going to be large enough to offset the decreases we are already going to see.

A sales tax decrease is only going to work if one of two things happens. First, it requires that people have money to spend. The family who isn’t making their mortgage payment probably is going to spend more now that the sales tax is reduced. The second requirement is that people want to spend the money. People may be making their bills and have money to spend, but that doesn’t mean they are going to want to spend more money just because the sales tax is slashed. They may want to take that money and put it towards other debit or savings rather than spend.

I can very well see an economic proposal coming out of New Jersey on Thursday that includes a sales tax reduction as one part of a multi-prong economic package. What else will be included, I’m not sure, but I can very realistically see the sales tax reduction as one facet of the package.

I previously talked about the economic impact of the sales tax rising from 6% to 7% in New Jersey.

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